Customer Retention Manager

General Purpose & Essential Duties

• Lead, coach, and develop a team of Customer for Life (CFL) Specialists responsible for customer retention and customer loyalty initiatives.
• Establish performance expectations and monitor key performance indicators including save rates, customer retention, retention profitability, productivity, quality, and customer satisfaction.
• Conduct regular coaching sessions, performance reviews, call evaluations, and development planning activities.
• Support hiring, onboarding, training, and ongoing development of team members.
• Foster a culture of accountability, collaboration, continuous improvement, and customer advocacy.
• Lead team meetings, huddles, and communication activities to ensure alignment with departmental goals and priorities.
• Analyze customer behavior, cancellation trends, retention performance, and customer feedback to identify drivers of customer attrition and opportunities for improvement.
• Utilize Microsoft Dynamics, VOZIQ, Cresta AI and other customer intelligence tools to identify trends, risks, and emerging customer retention challenges.
• Investigate root causes of customer churn and develop data-driven recommendations to improve retention outcomes.
• Partner with Customer Experience leadership to develop and implement retention-focused initiatives, programs, and process improvements.
• Evaluate the effectiveness of retention offers, save programs, pricing strategies, and customer engagement efforts, recommending adjustments based on performance results.
• Maintain accountability for departmental performance metrics, service levels, and operational effectiveness.
• Support the development and implementation of retention best practices, workflows, and standard operating procedures.
• Cross-functional Collaboration & Continuous Improvement
• Partner with Sales, Service, Billing, Monitoring, Operations, and other departments to support customer retention and customer experience initiatives.
• Collaborate with Customer Experience leadership to implement customer-focused programs and operational improvements.
• Communicate customer trends, retention risks, and performance insights to leadership and key stakeholders.
• Identify opportunities to improve workflows, customer interactions, retention effectiveness, and operational efficiency.
• Support departmental and organizational initiatives that contribute to customer satisfaction, customer loyalty, and long-term customer relationships.

Required Skills, Abilities, Education & Experience

• Strong leadership, coaching, and employee development skills.
• Strong analytical and critical thinking skills with the ability to identify trends, determine root causes, and develop practical business solutions.
• Ability to translate customer and operational data into actionable recommendations.
• Strong business acumen with an understanding of customer retention, customer lifetime value, and recurring revenue business models.
• Ability to balance strategic thinking with operational execution.
• Demonstrated ability to influence change through data, collaboration, and relationship building.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Strong organizational, time management, and problem-solving skills.
• Proficiency with Microsoft Office Suite, CRM platforms, and customer analytics tools.
• Experience utilizing customer retention technologies, customer engagement platforms, and reporting tools preferred.
• Bachelor's degree in Business, Marketing, Communications, Customer Experience, Analytics, Management, or related field preferred (or equivalent work experience).
• 5+ years of experience in customer retention, customer experience, customer operations, account management, call center operations, or related customer-facing environments.
• 3+ years of leadership experience managing customer-facing teams.
• Experience analyzing customer behavior, customer retention metrics, operational performance data, or customer experience trends.
• Experience working within a recurring revenue, subscription-based, or service-oriented business strongly preferred.
• Experience utilizing CRM platforms, customer analytics tools, and retention technologies such as Microsoft Dynamics, VOZIQ, or similar systems preferred.
• Builds and develops high-performing teams.
• Uses data and insights to drive decision-making and continuous improvement.
• Demonstrates accountability and operational discipline.
• Communicates effectively across all levels of the organization.
• Maintains a customer-centric mindset while balancing business objectives.
• Adapts effectively to changing business needs and priorities.